The turnaround time starts from when we have all the information to complete your order (all artwork, print ready files, fonts, shipping address, ect.) & an approved mock-up and order confirmation
Delay in any of the info could result in production delays. Our current turnaround time is 10-15 business days + shipping. Complex orders, add-ons, finishing may increase turnaround. Delay in approval of mock ups could also result in production delays.
If you have a deadline for your order, it is very important that you let us know when placing your order and a rush fee may apply if there is not enough time to complete your order under normal circumstances. If you do not advise us about a due date until after your order has been paid for and pushed through our system, we may not be able to accommodate your request.
The minimum order for Screen Print and Embroidery is 24 pieces. Most Promotional Products have a much higher minimum order, check with your sales rep to find out Promotional Product minimums.
Sometimes* for reorders or certain items we can accommodate less than 24 pieces, but this is on a case by case basis and the price will be much higher.
All files must be 300 DPI or vector format. The design should be sized to the size you would like it to print. Text must be converted to outlines. Printing can only be as good as the artwork. OSI will not be responsible for poor quality printing due to poor artwork. We will advise you against low quality artwork, as well as can recreate for an additional fee.
Donkey Paw is not responsible for any misspellings, errors, or issues in your art file. We do our best to catch these errors and point them out to you, but we may not catch them all. If it is in your art file and on your approval, that is how we will print it.
All artwork is to be approved via a digital mock-up through email. Artwork must be checked for spelling, color, sizes ordered, placement of the art and accuracy of artwork by the customer. It is very important to look over every detail of the mock-up, as this is how your garments will print.
Donkey Paw will not accept responsibility for corrections not implemented and/or requested after artwork approval. Any modifications requested after customer approval will result in production delays and could require additional expenses. Any delays in the approval process longer than 24 hours after receipt of the mock-up could result in production delays.
OUT OF STOCK ITEMS
Donkey Paw is not responsible for items that are out of stock or on back order. While we check items we know to have potential stock issues, all garments are ordered after your order is placed, and we cannot guarantee their availability. If items are out of stock, we will provide you with a list of possible replacements and get it approved by you before using your chosen item.
Although Donkey Paw has the latest equipment available, inconsistencies may occur in registration and ink coverage when printing over the zipper, pockets or any other uneven surfaces. Donkey Paw will not be responsible for these inconsistencies.
Even though Donkey Paw printers have years of experience, there is no way to effectively and efficiently measure a distance from the collar on each shirt as each garment is loaded onto the press by hand. If you request a print that is 2” down from the collar, we will use that as a guide and do our best to make sure that all shirts hit that target, but not all shirts will hit exactly at 2”, they may be off by as much as an inch in either direction. This will not be considered a misprint and Donkey Paw will not reprint or refund these shirts.
If no placement is specified, our standard placement is between 2″ – 3.5″ depending on the height of the image.
CANCELLATIONS & RESTOCKING FEES
Cancellations made after order has been placed will be subject to a 20% restocking fee plus any additional fees required to cover services already rendered. No cancellations will be accepted once production or any manipulation of the garments (tag removal, printed tags, printing, hem tagging, etc.) has begun on the order.
Donkey Paw will do everything possible to hit your drop dead dates, but we cannot guarantee it. Customer may be responsible for any expedited shipping charges associated with the order.
Please keep in mind that our turnaround time is 10-15 business days which includes ordering and shipping in the apparel. In addition Rush Orders also push back other production or go into overtime hours so additional fees will apply
UNDER-RUNS & SPOILAGE
Donkey Paw will not be responsible for under-runs or spoilage up to 3% on jobs of 100 shirts per design, and up to 10% on jobs of less than 100 pieces. (Spoilage must be more than 12 shirts per design for a reprint). Please keep this in mind when ordering, it is never a bad idea to order extras. We always do our best to get you what you ordered.
You will not be billed for any items shorted from your order, but we will not process a reprint for less than 10% of your order (or 12 shirts minimum).
Donkey Paw will not, at any time, be responsible for any lost profits on items shorted from your order. (IE: If you paid $7.50 per shirt to get the shirt printed, but you sell them for $25.00, we are only responsible for the $7.50 you would have paid for the shirt).
Donkey Paw will not be responsible for your satisfaction with the garments printed, embroidered, or embellished. We are always available to counsel any customer to ensure you pick a garment that matches your needs but we also need you to do your due diligence on the garment choice. If you are unsure of what garment to select, we can gladly order a number of blank samples for you to choose from. The samples will be billed at a per piece rate and shipped without printing. Blank samples will not credit to the cost of your order.
Donkey Paw reserves the right to change pricing without notice.
Garment pricing is constantly fluctuating and as an effort to give the best pricing we pass on those savings. However prices may change without notice which will be reflected on any quotes which are honored for 5 business days from receiving unless otherwise noted.
We try to check every garment as it comes off of the press, but there are times where some mistakes will make it out the door. It is your responsibility as the customer to check over garments as you receive them. We allow an industry standard 72 hour window from the time you receive the goods to notify us of any issues with the order.
Donkey Paw will not be responsible for errors with your order if notified after 72 hours of receiving the goods. Donkey Paw also will not be responsible for any lost income, customers, accounts, and/or contracts if defective garments are sent out to your final customer. While OSI does quality checks on the garments, the final quality assurance check lies in the hands of you, our customer.
We go to great lengths to try to ensure that every order that leaves our facility is correct. All of our customers are valued customers, regardless of size, and we want you all to know that. Any order printed differently than the mock-up approved will be granted a reprint of the defective product. All claims must be submitted within 72 hours of date of delivery. Please email email@example.com to submit your claim. If Donkey Paw is responsible for any errors in your order, we will gladly accept responsibility for the issues and will reprint the shirts printed in error. We do not offer refunds, but will gladly reprint any production errors that exceed the spoilage rate.
We will require that you ship the misprinted shirts back to our shop (we will provide you with a UPS label and will cover shipping costs). Donkey Paw will not be responsible for any shirts sold or given away prior to returning the order. Example: If you order 100 shirts and you’ve sold 15 but then you discover a print defect and you return only 85 shirts to Donkey Paw, we are only responsible for the reprinting of the remaining 85 shirts).
We are as proud of our work as you will be. Sometimes we choose to share our work on our website, Instagram, facebook, ect. promoting your business or brand whenever possible. Unless otherwise noted per order we reserve the right to share your work on various social media and other outlets.
Donkey Paw will never share print ready artwork, vector files, or any assets that could cause reproduction of your property elsewhere.
Unless otherwise agreed, artwork created at Donkey Paw is exclusively to be used at Donkey Paw.
Without specific permissions artwork or assets created by Donkey Paw can only be used on products produced by Donkey Paw. Let us know if you plan on using the artwork elsewhere and we can draft a contract.